Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Western Union Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

946 total complaints in the last 3 years.
400 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/19/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sent a money order to the ****************************** in December 2023. They sent it back almost a year later. Never cashed it. I was still charged $15 for "stop payment" when I could have just gotten credit to my account all because it was over $100.
Business Response
Date: 12/24/2024
Reference number: 30**9**69

Hi Virginia,

We deeply apologize for any inconvenience the delay in receiving a resolution has caused you.

Thank you for your email and for the confirmation.
To help make things right and thank you for using Western Union, weve sent ***** USD your way on Dec/24/2024.
When collecting your funds, please provide the following details:

Sender: Western Union Customer Care
Receiver: ******** ********
MTCN: ************
Amount: ***** USD

You can pick up the money at a Western Union agent location in **, **. Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.

Please visit one of these nearby locations to pick up your funds. You can also check the Find locations section on our website to find other agent locations near you, and confirm their business hours and contact information.

RITE AID #*****
*************************************************************************
001 - **********

GIANT EAGLE #**
***************************************************************************************************
001 - **********

GIANT EAGLE #**
***************************************************************
001 - **********

RITE AID #*****
********************************************************************************************
001 - **********

*******************************
********************************
001 - **********

RITE AID #*****
***********************************************************************
001 - **********

GIANT EAGLE #**
*****************************************************************************
001 - **********

GIANT EAGLE #**
*******************************************************************************************
001 - **********

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ************************************************************************************************************ or call our corporate headquarters at (+1) ************ (international call charges may apply), providing your reference number 30**9**69 to connect with me directly.

Thanks for being a valued Western Union customer and happy holidays!
Sincerely,

Melanny, M.
Executive Resolutions Team

Customer Answer
Date: 12/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ********
Initial Complaint
Date:12/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 6th 2024 I bought a Western Union money order at Dillons in the amount of $383.69. I accidentally ripped it getting it in the envelope, and I filed a claim for a destroyed money order to get a refund. The claim didn't go through so I called and a woman at the company helped me file the claim, but before it went through she hung up on me. I finished filing the claim, and then I waited 7 days, and I heard nothing, so I called the company, was transferred three times, and the lady said their customers weren't filing claims right, and their website wasn't working, and that she would help me file the claim. We filed four separate claims, and they all said successful, although I didn't ever get an email that she said I should get. She escalated the matter to headquarters gave me a case number and said someone would contact me within 48 hours by law. I got an email today saying I incorrectly submitted the form, and I now needed to submit all of this new information. I called the headquarters with my case number and that lady said the email was from someone in the field and to ignore it as my case had been escalated to headquarters and I would hear from somebody in 48 hours. I told her it already been 24 hours since I was told 48 hours and I expected to hear from somebody by tomorrow because I need my almost $400 back, it's Christmas time. I feel like they're just running me in circles and keeping my money!!!! I need help getting my money back from them!!!
Business Response
Date: 12/22/2024
Reference number: 305297266

Hi *****,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau. In your claim, you mentioned that you experienced bad customer service because you received conflicting information from different customer service representatives, in addition to that you received wrong information about the agent locations where you could collect the refund of your Money Order.

Please know that all the interactions that you had with our customer service representatives are being investigated, however, the specifics on the types of training, disciplinary measures or scope of our representatives cannot be shared with customers as it is confidential and proprietary to Western Union, nevertheless, I can assure you that all the necessary actions and steps are being taken.

To help make things right and thank you for using Western Union, weve sent ***** USD your way on Dec/22/2024. When collecting your funds, please provide the following details:
Sender: Western Union Customer Care
Receiver: ***** *******
MTCN: ************
Amount: ***** USD
You can pick up the money at a Western Union agent location in KS, US. Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ************************************************************************************************************ or call our corporate headquarters at (+1) ************ (international call charges may apply), providing your reference number 305297266 to connect with me directly.
Thanks for being a valued Western Union customer.

*******, M.
Executive Resolutions Team

Customer Answer
Date: 12/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If it hadn't been for your assistance, this matter would have still been dragging on so thank you so much for your help!

Sincerely,

***** *******
Initial Complaint
Date:12/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a money transfer at my local ********* through the Western Union service that they offer my wife is originally from the *********** and still has many family members there and I have been using this service pretty regularly for over a dozen years. After making a $5000 transfer and paying their $100 service fee for a total of $5100 on Saturday 12/14. On Sunday 12/15 I received a text message saying they needed more information to process the transaction. I called the customer service number provided and honestly answered their questions. I was then accused of committing fraud and told my transaction was denied. Their customer service agent *** told me to return to where I sent the money to get my refund. I returned to ********* and they have a $300 limit any amount exceeding that is supposed to call the customer service number for a location that handles the larger amounts. I called back and spoke with ******** who could only read to me what was on the screen in front of her which was not of any use as she didn't know the difference between a refund and a denied transaction and was unable to provide a manager ir supervisor to assist but promised I would receive a phone call which I haven't received. I called again yesterday morning 12/16 and spoke with ***** who also was unable to help with any information, unable to let me speak with a supervisor and suggested that I go to "a bank" but couldn't tell me the name of one they are affiliated with. I then found a phone number for corporate headquarters in ******, called the number and spoke with another agent again that promised me a phone call and resolution which I haven't received which now brings me to you....
Business Response
Date: 12/22/2024
Reference number: 305291479

Hi *****,

Thank you for your patience while we conducted our investigation regarding your recent money transfer transaction.

After thoroughly reviewing the details, we have confirmed that the decision of declining your transaction was taken correctly because were concerned that this may be fraud-related or an attempted scam. As a result, weve fully refunded your transfer along with the fees through a refund check as you requested.

Please expect your refund check(s) to arrive by mail within 7-14 business. If you dont receive them within this timeframe, please contact us directly at the phone number or email address provided below so we can help you out.

We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.

We sincerely apologize for any inconvenience caused and deeply regret the recent challenges you've faced.

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 305291479 to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,
*******, M.
Executive Resolutions Team
Initial Complaint
Date:12/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a money order on September 2/2024 a western union money order it was wrote wrong supply western union all information to get a refund, to this day December 17 ***** they have yet try to resolve this issue. I have sent proof of the money order and all they have ask me . Is there anyway you could help me with this , $504. Is a lot of money to lose when your on a fix income.
Business Response
Date: 12/20/2024
Reference number: 304784096

Hi *******,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 12/20/2024. In your claim, you mentioned that you have not received the refund of your money order.

Weve refunded your money order on 12/20/2024 in the amount ****** USD. You can pick up the money at an agent location in **, ********;using your government-issued ID and the tracking number (MTCN) 930-159-9879.

If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 304784096 to connect with me directly.

Thanks for being a valued Western Union customer.

***** J

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:12/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 2 we purchased a money order for rent $500, $500, and $210. Once walking away noticed the $500 was missing out the pile. Went to the register but nothing was found. They had us cancel the money order at that moment. It was under my boyfriends name ******* ********. It was canceled within 5 mins of purchase. Received an email that we would be able to get our refund in 3 to 5 days. Five days after we get an email stating the check was cashed December 3rd, the next day even though we canceled it. I called several people and they had a hard time understanding me due to it being a foreign call center. One gentleman said it was their fault and he would expedite it. I called today and they said I have to pay $75 for an investigation to start. I'm already out of $500 I don't even have the $75 to do an investigation. The check should have been canceled like the woman said now they are saying it takes 5 days to cancel a MISSING check. I don't understand this at all. I just really need help, I borrowed from my January rent to cover this issue but they won't listen. Thank you
Business Response
Date: 12/20/2024
Reference number: 304786469

Hi ********,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 12/17/2024. In your claim, you mentioned that your boyfriend bought a money order for ****** USD and, unfortunately, it was lost. You are asking for a refund after filling out the e-form.

At this time, since you are not the person who filled out the form, we cannot provide details about the request to you; however, we have sent an email directly to the purchaser to the email provided in the form. We appreciate you bringing this to our attention, we recommend you to be in contact with the person who filled the e-form if you need additional details.

We understand there was confusion regarding the email received after filling out the e-form which you provided in your request. Whenever an e-form is filled, we send an email letting the requester know that the request was created and setting expectations regarding the timeframes in case of a refund and processing fees. We also indicate that we will do everything we can to quickly put a stop payment to the money order; however, if the money order is cashed, the refund is not possible. We apologize if this created confusion.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 304786469 to connect with me directly.

Thanks for being a valued Western Union customer.

***** J

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/20/2024

Complaint: 22693090

I am rejecting this response because: western union was not specific on the phone when canceling the money order. They told us to cancel and it would be fine. So we didn't even bother having the store check the cameras cause we knew it was canceled. Then *********************************************************************************************** even putting a name on it. It's there fault it should have been canceled immediately and they don't want to take the blame or pay us our refund. If it wasn't canceled they should have stated that on the email. We would have taken action at the store in that moment but we were reassured we would get our money refunded in 3 to 5 days.

Sincerely,

******** ******
Business Response
Date: 01/10/2025
Reference number: 309315149

Hi ********,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 1/8/2024. In your claim, you mentioned that you are rejecting the resolution received previously because the Western Union did not cancel the Money order immediately after the refund request was submitted online. That information was not provided in an email received from the Western Union.

Please be advised that whenever an e-form is filled, we send an email letting the requester know that the request was created and setting expectations regarding the timeframes in case of a refund and processing fees.We also indicate that we will do everything we can to quickly put a stop payment to the money order; however, if the money order is cashed, the refund is not possible. We apologize if this created confusion.

Please note, that refund procedure can take up 5 business days to be processed, as all the information and documentation must be verified, before proceeding with either the refund or the copy of the cashed item.

Unfortunately, losing a blank money order (pay to the order of - blank) is like losing cash and we cannot recover the funds once they are cashed. Such Money orders cannot be considered forged or altered and cannot be sent to the Bank of First Deposit to investigate. At this time, a refund of the money order is not possible since it has been cashed.

We recommend that you continue your communication with local law enforcement officials to request their assistance to retrieve the funds from the individuals who cashed them.
We apologize for the inconvenience.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 309315149 to connect with me directly.

Julija R.

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 01/10/2025

Complaint: 22693090

I am rejecting this response because:

Sincerely,

******** ******
Asking for a refund should not be the same as an immediate cancelation of a money order. The money order should be canceled just as quick as it is purchased. What's the point of having a cancelation option if it takes 5 days? Of course someone is going to cancel it. This isn't $10.00 it's $500.00.
Initial Complaint
Date:12/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Series of events:July 23, 2024 - purchased money order from Western Union. Aug 11, 2024 - notified ** of money order not yet received; requested a stop payment and refund, as I purchased a new money order. September - called for follow up. Was told the refund would be processed by 'end of month' and received 'in October'. Nov 7 - called to follow up regarding money order - was told 'in progress' and given a case number.Dec 2 - called again. Was told to resubmit form online & given a new case number Each time, the *** AND the website confirmed that ** would deduct the $15 fee from the amount to be refunded.Dec 16 - called again. NOW, I am told that I "must go in person to any ** store and pay the $15 fee and that is what is needed to proceed with processing.'I asked if anyone sent notification of this...the answer: 'No, sorry.' I asked about the website and form both advertising the option of the fee being deducted from the refund. I was told 'Yeah, sorry about that but you must pay in person. That is what we are waiting for.'I have been trying to get this refund completed for 4 months. The website, form and employees should all provide the same information regarding their fees and options for payment of such. Further, notification to clients should be prompt. At this point, I want the refund processed ASAP. They can deduct the fee - I don't care. The lack of follow up, follow through and consistent information from this company is the only consistency I've experienced.
Business Response
Date: 12/24/2024
Reference number: 304581868

Hi *****,

As discussed over the phone, in order to proceed with returning the funds we require some additional documents. We will continue our investigation directly with you by email.

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ************************************************************************************************************ or call our corporate headquarters at (+1) ************ (international call charges may apply), providing your reference number 304581868 to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,

Melanny, M.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:12/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August of 2024, I lost my wallet which contained a money order that I had purchased within it. This money order was specifically for rent, and over a thousand dollars. I called western union for the first time in October, after trying to get ahold of them for days I found a way to reach a human. They insisted that I sent $15 through the mail in order to get the process started, and have it notarized (which I did). I ended up checking back up on it, and got a new representative of course that had no idea what was going on. They said that my money order has not arrived yet and nobody has any clue where it went? Still to this day it just seems to have disappeared. I ended up getting ahold of a manager who verified that my money order was cashed out, and in order to send me information about who cashed my money order I would have to sent another $15 but this time through an email. So I went to grab another money order, called back after I sent it through to the email they specified and the new customer representative had no idea what the last person was talking about. I cant seem to get the attention of any manager who is knowledgeable of anything, and they keep telling me that Ill receive a call back in two weeks. I waited two weeks, several times now. It has been MONTHS since my first interaction with the company and Ive received nothing from them, not a piece of information on who stole my money order or how I can get a refund back from the company. All I needed was the name of who cashed my money order and where it was cashed so I can file it in my police report. I call back every week, sometimes daily and I have multiple case numbers that seem to be going nowhere. My money order and request form has been sitting in an email for months and nobody has touched it. I thought it would be an easy process as far as getting the money I paid for back, I provided all of my information and proof of everything but still I receive nothing help in return. not a w company
Business Response
Date: 12/15/2024
Reference number: *********

Hi *******,

We appreciate your H3**83****3303**73737H and are truly sorry for the experience you had with your money order.

Im one of the Executive Resolutions team experts at Western H343**339373033373835H who reviewed your claim from 12/12/2024, where you mentioned that you submitted a money order trace request for 2 money orders but havent received a response yet.

Our records show that there were two money orders in question that were presented for payment and cashed. The following money orders were investigated by Western H343**339373033373835H:

Money order number: Amount:
22-0598**329 $150.00 (USD)
22-0598**328 $1,000.00 (USD)

Western H343**339373033373835H processed your money order copies request on 12/15/2024.

We have attached a copy of the cashed money orders for your reference.

After reviewing the Copies of the Cashed Money Orders with your intended payee in case there is no alteration on the Money Orders, please proceed with having them complete one form for each Money Order on the attached document named Intended Payee Affidavit (There is no need to notarize the form(s). PLEASE IGNORE THAT INSTRUCTION AT THE BOTTOM OF PAGE 1, please note that it is one form per Money Order) along with the 2nd page of this document which is a form called Acceptance for forgery process.

If after reviewing the Copies of the Cashed Money Order, you consider that they show any alteration on them, please proceed completing the form on the attached document named Purchaser s Affidavit (page 1) and Acceptance for Forgery Process (page 2). (There is no need to notarize the form(s). PLEASE IGNORE THAT INSTRUCTION AT THE BOTTOM OF PAGE 1 OF PURCHASERS AFFIDAVIT Please note that it is one form per Money Order), please mark only the statements # 1 and # 3 no matter what the specific circumstances of your scenario are, please only mark #1 and #3) (See image attached for your reference)

Once youve sent back the completed forgery affidavit and acceptance letter,along with any relevant documents such as police report or a copy of the unaltered money order (if available), we will forward your claim to the Western H343**339373033373835H ******************* The Western H343**339373033373835H ****************** will then coordinate with the ********************* (BOFD).

At the time of presentation, the ********** of first Deposit) must check that the money order has not been tampered with or altered and that all signatures are authentic and original. Western H343**339373033373835H does not guarantee that the payment will be recovered from the BOFD.

Western H343**339373033373835H will act on your behalf to collect the funds from the BOFD. The BOFD will make the final determination after conducting their internal investigation

Please allow 30 days from the date you return the Forgery affidavit(s) before making any inquiries. The average time to resolve a forgery claim is ***** H3**83****3303**73737H days from the date that the documentation is accepted and approved.Unfortunately, Western H343**339373033373835H is unable to expedite this process as it is entirely conducted by the BOFD.

To help make things right and thank you for using Western H343**339373033373835H, weve sent $50.00 your way on 12/15/2024. To pick up your funds, please visit any of the below suggested Western H343**339373033373835H agent locations in ***** with the tracking number (MTCN) 930-672-8977and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

Sender: Western H343**339373033373835H Customer Service
Receiver: ******* ***********

List of suggested Western H343**339373033373835H Agent Locations to collect your refunds at:

RITE AID #****
*****************************************************************
Phone # **********
RAYS #**
**************************************************************************************
Phone # **********

RAYS #**
**************************************************************************
Phone # **********

RAYS #**
*******************************************************************
Phone # **********

*******************
******************************************************************
Phone # **********

ALBERTSONS #***
*******************************************************************************
Phone # **********

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Thanks for being a valued Western H343**339373033373835H customer.

****** E

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:12/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 3, 2024, I sent $1,000 through Western Union at ******* Sandusky, designating ***** ****** Chaves ****, my daughter, as the authorized recipient in ********. On October 7, she visited the Western Union location at ************ to collect the money, but the agent informed her that the transfer had already been claimed.This is highly concerning, as ***** ****** did not claim the money. Western Union negligently released the funds to an unauthorized individual without properly verifying the recipient's identification, fingerprints, or ensuring the photograph matched the person. This represents a clear failure in their security protocols.Despite my repeated efforts to obtain clarity, Western Union has not provided any evidence proving that ***** ****** Chaves **** received the funds. They have refused to deliver a logical explanation or share any documentation, such as signatures, photos, or other proof of identity verification, to support their claim. This lack of transparency is *************** a customer, I trusted ***************************************** to handle this transaction securely, yet their negligence has resulted in the loss of my money. I request immediate action to investigate this issue thoroughly and resolve it by reimbursing the funds or providing definitive proof of the transaction's outcome.Transaction ID: ********** Case number: *********
Business Response
Date: 12/13/2024
Western Union - Reference number: *********
Hello ****** ******,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 11-Dec-2024. In your claim, you mentioned that you had sent a transaction on 03-Oct-2024 and the intended ***** did not collect the funds. You are requesting proof of payment or a full refund.
On 03-OCT-2024 at 13:32:46 Eastern Daylight Time (EDT), you started a money transfer with MTCN ************ to ***** ****** Chaves **** in ******** totaling ******* USD.
On 04-OCT-2024 at 18:56:57 EDT, a person with identification bearing the name of ***** ****** Chaves **** visited an agent location in **************, *****, ******** to pick up the funds.
Western Union agents require the receiver to provide specific details for the money transfer, including tracking number (MTCN) and valid government-issued photo identification(s) to payout the funds. In the case of this money transfer, the receiver provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer.
Unfortunately, after reviewing the details of your case, we are unable to issue a refund. We apologize for the inconvenience and are very sorry you are going through this difficult situation.
If you believe you were affected by fraud, please contact your local law enforcement to file a police report. We are always ready to assist your local law enforcement in their investigation. For helpful tips on how to #BeFraudSmart, check out our Fraud Awareness page or follow us on our social media channels.
Please know that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We are ready to assist your local law enforcement in their investigation.
We understand the importance of transparency and security in your financial transfers, but unfortunately, we are unable to provide a copy of the receivers identification document due to privacy laws. If you need this information, please provide an issued-and-served subpoena from law enforcement,as it is required to proceed.
We advise submitting your request to local law enforcement via the following channels:
*************:
Western Union ******************* Inc.
Custodian of Records
Legal HQ 8
**************************;
Suite 680
****************
If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/13/2024

Complaint: 22672235

I am rejecting this response because:
We believe is someone from Western Union (Inside Job)
Reasons:
1. I didn't transfer the code to ****** right away. it took me almost a week to share the code with her and the transfer was collected the next day as per ** response.
2. ***** ****** Chaves **** was in ******, ***** at the moment I did the transfer even when the transfer was collected. (Proof attached)
3. This is not the first time I do this kind of transfers and all were collected in ******, ******** succesfully.

In those scenarios they gathered pic of the person, fingerprint, signature and those need to match with the ******* ID that has that information. security cameras were present in those transactions as well.

Now from the answer provided. Western Union has not provided any information or evidence showing what they collected and verified from the person that gathered the funds.
Ex. ******* ID, Signature, Fingerprint, Camera Records
I can share ****** ******* ID and passport if required to cross refence with Western Union Data

Sincerely,

****** ******
Business Response
Date: 12/24/2024
Nmero de referencia: *********

Hola ******,

Nos disculpamos profundamente por cualquier inconveniente que el retraso en recibir una resolucin le haya causado.

Queremos informarle que hemos concluido nuestra investigacin, debe haber sido decepcionante saber que a pesar de los esfuerzos que ha puesto en nuestros servicios y por ser un cliente ****, los hallazgos no parecen eficientes para usted. Siento que haya tenido que lidiar con este problema. Por favor, sepa que estamos comprometidos a hacer las cosas bien para su beneficio. Sin embargo, me temo que Western Union debe reiterar nuestra respuesta anterior, ya que nuestra postura al respecto no ha cambiado.
Nuestros registros muestran que inici una transferencia de dinero (nmero de seguimiento (MTCN): 756-717-9381) por el monto de 1,008.00 USD a ***** ****** ****** **** en ******** el 03-OCT-2024 a las 13:30:00 Hora estndar del Este.
El 04-OCT-2024 a las 18:56:57 Hora estndar del Este, una persona con identificacin a nombre de ***** ****** ****** **** visit una ubicacin de agente en **************, ***** para recoger los fondos.
Los asociados de primera lnea en las agencias fsicas estn obligados a realizar una inspeccin visual de la identificacin del cliente presentada y tambin pueden escanear una copia para propsitos de registro segn sea necesario. Si una persona proporciona una identificacin con fotografa que el agente considera aceptable y proporciona el **************** de ************************ (MTCN), el nombre del remitente, el lugar de origen y la cantidad esperada, el agente podr liberar los fondos para el pago, segn los procedimientos establecidos. Western Union y sus agentes no pagan transacciones si la identificacin parece ser manipulada con ficticia, vencida o si el receptor proporciona ********** de transaccin desajustada.
El agente cumpli con el procedimiento anterior, por lo que Western Union tendr que repetir nuestra respuesta anterior, ya que nuestra posicin ***** este asunto no ha cambiado. Desafortunadamente, el reembolso no ha sido aprobado.
Despus de completar la investigacin de su queja y la ********** adicional disponible, hemos determinado que no es elegible para un reembolso.

Sabemos que esta puede no ser la respuesta que est buscando, y pedimos disculpas por las molestias que pueda haber experimentado.
Animamos a nuestros clientes a aprender ms ***** cmo protegerse contra el fraude. Para hacerlo, puede visitar la seccin de Concientizacin ***** Fraude en nuestro sitio web. Alternativamente, busque videos educativos en ******* utilizando las palabras clave " Western Union Fraud Awareness" o encuentre ms ********** en el feed de Western Union en ******* y Facebook.
Western Union se toma muy en serio la proteccin del cliente y tiene muchos procedimientos para ayudar a combatir el fraude y ampliar la conciencia ***** el fraude de los clientes. Estamos listos para ayudar a su polica local en su investigacin.
Las solicitudes de citacin pueden ser presentadas por la polica a travs de los siguientes canales:
Western Union ************************
Custodian of Records
Legal HQ 8
************************************;
Suite 680
******,CO 80237

Si tiene alguna pregunta o inquietud, envenos un correo electrnico a [email protected] puede comunicarse con nuestra sede corporativa al ***************** (pueden aplicarse cargos por llamadas internacionales) e indicar el nmero de referencia ********* para conectarse directamente conmigo.

Atentamente,

***** G
************************************************************* nuestra ********************************** saber cmo procesamos sus datos personales.
Customer Answer
Date: 12/27/2024

Complaint: 22672235

I am rejecting this response because:
Again, they accepted a Fake ID for someone pretending to be ******.
I can share ******** Citizen ID, Passport, Tickets showing she was on ******, ***** to the BBB.
Also ************** ***** is a small dangerous town in ********. That's why they collected the money there.
Point is I have proof ****** was not there and location was weird and Western Union didn't validated the credentials correctly. Western Union just explained: someone got there with ******** name and we provided the money just because they had the info. So is Impossible for someone working at Western Union to commit those frauds?
Sincerely,

****** ******
Initial Complaint
Date:12/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On november twenty ninth I purchased a money order from the h e b in **********, *****. Unbelievable, as it may seem, my dog ate my wallet with the money order. I contacted customer service on November 29th. They informed me to fill out a refund form online which I did, they told me to wait twenty four hours and I should receive a confirmation email. I waited 2 days and called back. The representative told me they did not receive my request. They had me fill one out online again with them on the phone to confirm it was received, hey told me they would escalate my case. And I should receive an email within twenty four hours. Once again I received no email. I contacted Western Union again for me for the second time. They did not receive my request form to fill out a third one which I did. I was informed they received it. And I should be receiving an email with a confirmation number and a case number on it. Call back 2 days later was told. They still did not receive my request form. I was given a case number and once again was told my case was escalated. I just called back today, asked to speak with a supervisor was told completely different information that I needed to fill out a separate form and either email it or mail it in this has been continuing for 2 weeks now. I keep getting the run around an apology, but no refund on my money order.. .they are now saying it's going to **** * to 8 weeks to receive my money back. I feel like they make this a huge ordeal, so people eventually give up and don't pursue receiving A. Refund
Business Response
Date: 12/17/2024
Reference number: *********

Hi ******,

Thank you for your patience while we conducted our investigation regarding your recent money order refund request.

After thoroughly reviewing the details, we have confirmed that you provided the documents showing proof of purchase, and for this reason, weve fully refunded your money order, totaling 300 USD on 12/17/24 with the tracking number (MTCN) ************.You can pick up the money at any Western Union agent location in **/***

When collecting your refund, please provide the following details:

Sender:Western Union Customer Care
Receiver:****** *******
MTCN: ************
Amount:300 USD

Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.

We understand this delay kin your request may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,
***** G
Executive Resolutions Team
Initial Complaint
Date:12/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Decemer 9th I went to Tops Grocery Store in ********, ** and sent a Western Union Money Order. It was sent to a ****** ******, but it should have gone to Top Titan PO Box ******, *********************. On the paper work I have, it just has her name and FL, but no address is shown. Which makes no sense to me. The tracking # is ************. When I track the number, it says funds available but has not reached the destination yet. I think it's because it only has a name and FL on it. I don't have a serial number, because it was not put on my receipt, I only have the tracking number.
Business Response
Date: 12/18/2024
Reference number: 303294613

Hi *******,

I hope all is well.

As requested, weve fully refunded your money transfer ************ to your bank account, totaling ******** USD on Dec/17/2024. Please know that it may take up to 7 business days to show in your account, depending on your bank. If you dont receive the refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.

For your reference, the refund has been processed under MTCN (Money Transfer Control Number) ************.

At Western Union, we take every matter seriously to improve your experience with our services.
If you have any questions or concerns, please email us at ************************************************************************************************************ or call our corporate headquarters at (+1) ************ (international call charges may apply), providing your reference number 303294613 to connect with me directly.
Thanks for being a valued Western Union customer.

Sincerely,

Melanny, M.
Executive Resolutions Team

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